Axxess just billed me R854.00 and throttled to 29 KB/s

[FallenAme]

Hello The Axxess Lady,

I was told specifically by one of your technical support staff that my usage was over and that I was being throttled severely because of my excessive usage! I asked him if there was anything he could do and I was told that I need to reduce my usage.

This slowdown was NOT due to "degradation of performance" as my speeds were consistently throttled to 60 KB/s last month and 29 KB/s this morning.

I remember doing a speed test and I was going up to 600k speeds but that quickly got throttled to a constant 60k after a few seconds.

This is due to throttling and NOT due to performance degradation. Performance degradation would lead to spikes and not constant extreme slow speeds.

What assurances do I have that this will not happen in future if you want to keep my money each and every month and me not changing to another ISP and passing my money on to them?

Regards,

Christopher Cousens

Somebody lied to you,

Afrihost is experiencing the same issues currently, it is due to overload somewhere forcing them to throttle non business uncapped accounts. (This is believed to have started with the ios7 update that caused a ridiculous amount of traffic.)

Ever since the move to MTN bandwidth, they have been less focused on throttling individual users based on usage and rather throttling non business uncapped accounts.

Lets hope the shaping calms down with the new month.

 

[EchoZA]

I agree with the MTN bandwidth bit, and the throttling has been ridiculous of late... I'm giving them a few more days to resolve their issues and then will move my line back to Telkom and my bandwidth through to OpenWEB. As a parting gift to Axxess, I will release transcripts of their "support" responses, some real pearls of wisdom there.

 

[ponder]

Hi c_cousens,

We understand your frustration and agree with you that your usage does not justify being Managed and we apologise for the inconvenience this is causing you.

Under normal circumstances you will not be Managed on your current usage, but unfortunately we have been experiencing a degradation of performance on our network of late, which is resulting in slow speeds. Our Technicians are exploring every possible means to address the increased demand on the network in order to get speeds back to normal.

Our apologies once again.

The Axxess Lady

That sounds like a nice polite cut & paste FU

 

[akescpt]

Openweb gold flies between 5pm and 8am, but during office hours its really crap at times

that sounds like an after hours account!

 

[c_cousens]

Yip, I agree ponder. I am now limited to 120 KB/s but that's ok. They WILL lose my account if this is still like this when I get home and they WILL lose a customer for good.

I guess money will have to do the talking and moving my business away from them will be the only option.

 

[Gboss]

Openweb gold flies between 5pm and 8am, but during office hours its really crap at times

Whats the point of Gold if all OW accounts fly after 5pm?

 

[Gboss]

Telkom for the win.
No discussion.

I do 300gb on my 2mb account.

Stop recruiting LOL just now Ti ends up like all the others and we get shaped to death too

 

[Keeper]

Doing 260GB pm on OpenWeb Gold 1mb.

You should come to OpenWeb, they will welcome a low-end user such as yourself with open arms.
They need people like you to subsidize people like me

 

[Electric]

Stop recruiting LOL just now Ti ends up like all the others and we get shaped to death too

Murphy's law will bring us to our knees

 

[Gboss]

Doing 260GB pm on OpenWeb Gold 1mb.

You should come to OpenWeb, they will welcome a low-end user such as yourself with open arms.
They need people like you to subsidize people like me

This has to be the most honest post I have ever read

 

[Other Pineapple Smurf]

Telkom for the win.
No discussion.

I do 300gb on my 2mb account.

And don't forget our 25% discount ... even a bigger win for us Telkom clients

 

[Keeper]

And don't forget our 25% discount ... even a bigger win for us Telkom clients

How can we get the Telkom 25% discount though? Does it apply to ADSL Line + Data users or do Line only users also benefit?

I've heard you tell them you want to cancel and then they offer it, but I don't want to bluff a cancel and then they turn my line off :erm:

 

[c_cousens]

And I'm throttled to 29 KB/s again.... This is ridiculous and they WILL be losing a customer.

Goodbye Axxess

 

[c_cousens]

Now, if only their phone number worked or they reply to emails...

I can't get hold of them at all!!!!!!!!!!!!!!

 

[Electric]

How can we get the Telkom 25% discount though? Does it apply to ADSL Line + Data users or do Line only users also benefit?

I've heard you tell them you want to cancel and then they offer it, but I don't want to bluff a cancel and then they turn my line off :erm:

Nah, you don't bluff anything Keeper.
You just tell them you want the discount and they give it to you.
They ask why you want it and you say because it's a discount.
Not an issue.
The discount is not necessarily related to cancellations even though that seems to be how folks figured it out.

 

[karele]

Is there anyone else that will offer the prepaid option, I refuse to sign debit orders and that so far is the only reason I have stayed with axxess. Besides this months billing joke and prepaid guys being told they have not paid the speeds and quality of service has been dwindling. Just one other question why still offer 384kb accounts when the minimum line speed soon will be 2mb :wtf:

 

[Other Pineapple Smurf]

How can we get the Telkom 25% discount though? Does it apply to ADSL Line + Data users or do Line only users also benefit?

I've heard you tell them you want to cancel and then they offer it, but I don't want to bluff a cancel and then they turn my line off :erm:

Discount can be on any Telkom product as long as you don't have any existing promotional contracts with them. They usually do it on the most expensive product you have.

I have a Do Broadband product (Line + Data) so got it on that, for others they just get it on their line and if your ISP has your line, then you get it on your normal phone line.

There is a whole thread dedicated to it.

You just phone customer cancelations and ask about your discount. If they don't know what your talking about then ask to speak to "Options Callcenter" - took me 5 minutes in all.